Heater only used 6 weeks and went out randomly. Heat never worked great on it to begin with. Bought new previous year and never removed from box prior. Was out of warranty and couldn t replace unit. Took tech support 2 weeks to return my call, and sent me a replacement circuit board that I swapped out and didn t fix issue. Huge waste of time and waste of money.
My wife ordered a TV stand w Fireplace insert. I began assembly and noticed during step 6 that several holes were NOT drilled in a piece. I called customer service and they said they would ship me the replacement piece. The next day they called me back and said they didn't have the piece I needed. They recommended I call Wayfair for either a refund or an exchange.
Not good service....i never received the leg for the heater i ordered...this was a Christmas gift for my mom and she's mot satisfied at all....i give this company 2 thumbs down
They couldn't tell me how to get the fireplace front opened and never did call me back in 24 to 48 hours like they said. I called them after 72 hours and they closed my case without even trying to help me. I was just told to return the product where I bought it from.
Have been getting the run-around from Twin Star after contacting them concerning a Duraflame heater that quit functioning by virtue of the fact that it started emitting a burning odor. Fortunately unplugged the device before it could have started a fire, but nevertheless in Arctic Indiana weather, I started my car after getting completely dressed just in case. Have copy of the receipt but purchased from Lowes where they don't change ink/paper on cash-register with result of cash-register receipt info not perfect, but still clear enough to represent purchase. Submitted a copy of the receipt along with pertinent claim information and that's when corresponding thru my internal account at Twin-Star stopped Why? Uncertain! My product is still under warranty. Worst customer service I've ever experienced!
Very fast, took less than 5 days to receive part. Replaced it, it works great. Thank you.
Anyone looking to use the Magnuson Moss Act for a breach of warranty case? This is your company...horrible customer service. Called in on Dec 6 for a failed blower motor on a barely used fireplace installed in a new house, they said they would send the part but no tech, because we are all electricians right! Charged me shipping and promised 7-10 days, 21 days later it still has not been sent! Irate customer. Update, today is 23 January and still no part, just a lot of deflection from "customer service".
Great place, one problem. Jacqui Thomas. She's known by everyone there as a b*tch, and working for her will be very unpleasant for anyone who is unfortunate enough to work in her department. You have been warned.
2/1/17 - I can not imagined a company less responsive than twin Star.
bought a console unit fire internal speakers and a fire place. I can not get sound from my internal speakers and my tv at the same time. My friend has the exact same unit and TV and he does.
I have called and talked on 1/21 to Jeffery, 1/24 to Tim, 1/25 to Breana and then Sam s supervisor , 1/26 to Bredan and 1/27 and was told my call will be escalated and a technician will call you tomorrow. SI sent in a customer complaint on their system and no response. I am not sure they have technicans. I am not giving up. Today I am calling their main office. Hope I can get some results
Electric fireplace was received from retailer. It did not work immediately. We called Twin Star for replacement parts which came quickly and solved our problems.
'Twin-Star 'gets no stars despite the one star I had to give them to get this review submitted . Purchased a Twin-Star sourced bath vanity from Wayfair - horrible experience! Had to contact Twin-Star on 4/9/21 inquiring where my Vanity was in shipping process. Cust. Service person (Michael) found my order, but had no information on where my product was and if is shipped. Told me the Vanity was in stock in West Sacramento, Ca (2 hrs from my house) - but no more info after 1+ hour call. I pressed him to escalate my status. WayFair said vendor cleared inventory and arrival of vanity at my house for 4/15/21. Got my 'escalated' customer service call back with my order status from Twin-Star today (4/12/21) at 9am PST. Customer Service person told me nothing has shipped to me, nothing in stock in Sacramento warehouse, and that the Vanity I ordered is still in production somewhere in Asia and would not arrive at my home for at least 2 months. Twin-Star customer service is a joke. I am reporting my poor experience back to WayFair (who should have taken care of this for me and not wasted my time with telling me to call Twin-Star) , cancelling my WayFair order for this non-existent vanity,, and will never deal with Wayfair again either.
Twin-star customer service stinks - zero stars
4/12/21 @ 11:30am - Review update with response to Twin-stars response to my original review: Thanks for your friendly 'take the high
road' response. In business - the customer is always 'king'. If customers need status on an order or help with their product - getting an prompt, informational or actionable response is what not only earns repeat business, but creates referral business as well. When customer service fails to serve the customer (reasonably) , its a frustrating experience. I love writing positive reviews on great products and/or customer service and generally shy away from writing about the 'bad' . My customer service experience was bad, but the response from Twin-Star (below) was empty, unactionable, lacked any sort of accountability and has nothing to do with
my poor experience and everything to do with counteracting my review in the public eye. Good luck!
We have been overwhelmed with the fantastic level of service we have received
I Bought their electric desk from Costco. It looked amazing in the box and out of the box for that matter. After using it for five minutes it stopped working. I had to return it but purchased a second one instead. That one lasted two hours before stop working. I had to return it. At this point I gave up buying there electric gas
Thank you so much for quickly shipping the replacement remote control for my fireplace insert! This time I m keeping it far away from my chew crazy dog! Extremely satisfied.
Very Bad attention they did not send me the spare part and i pad for it three times! I will not buy anything fron Twin Star Alain
Parts are missing. Called customer service and they will be sending them in a few days. Keeping our fingers crossed.
Been trying to get a door that came damaged but no luck. Got the run around now they finally called me to let me know they don t have any replacements. Would not consider these products to anyone. Very disappointed.
Twin-Star is really great at communicating and working with the customer to reach a resolution that helps. As part of a dealer company, we are always satisfied with how Twin-Star handles their customers.
Part not in stock, never heard back even after a couple emails, said it would be a few weeks. No follow up. Probably last time I purchase.
I've managed to assemble six furniture kits from other companies without too many problems but the Twin-Star International Danforth TV stand leaves all of the others in the dust. This kit was exceptionally well designed with all parts and hardware well marked which made my job all too easy. The instructions are very easy to follow with easy to see graphics on each step. Of all furniture kits I've assembled, Danforth is the gold standard and deserves the highest recommendation I can give.
Extremely satisfied with customer service...helped me determine what was wrong with my heater that is 10 years old. Found the part and shipped it. Explained how to even install the part
This was a cool experience! Our electric fireplace/heater was dead after three years of pleasant use. I took apart and tested to determine the main circuit board had failed.
I didn't have much faith but tracked down the twin-star service site, created a case and was told to wait for a tech follow-up in the next few days. Two days later a tech called and walked through the steps I had taken and agreed the board was bad.
I figured the news would be "not practical to repair" .... Nope! He responded that for $17 the part and replacement instructions would be promptly shipped to me.
7 days from the failure, the part arrived, was installed and heater back on the wall ... as beautiful as ever!
This experience was a reminder of what a great customer service experience is all about. Thank you Twin-Star!
This is a horrible company. I purchased an electric fireplace by them through Home Depot Online and the insert came badly dented as if a forklift had stabbed it. I first tried to take it back to a Home Depot store in Pooler, GA but the assistant manager there was of no help and extremely rude. We called Home Depot Online and received a wonderful young man named Daniel. If it were not for him this experience would have been past aggravating, he is an awesome guy. With Daniel on the line we spoke to this company and they were wanting it to be handled through their technical support but we kept trying to explain to them the extent of the damage to no avail. I then asked for a supervisor who actually just hung up in the middle of the conversation with Daniel and myself. The next day Daniel spoke with them and they claim that the insert is no longer available, though they are selling other fireplaces that are the same style but a different color. So, I m left with a damaged product that I have to figure out how to deal with. Daniel did the best he could and should be commended, this company on the other hand should be out of business.
627236 is my number. Been a month I ve been waiting on parts. What is the issue here???
If I could give zero stars I would, my brand new fireplace won't cut on, I called twin star just to get a man that wasted five minutes trying to figure out which was my first and which was my last name I got so frustrated that I hung up. Then I had to call over and over again just to get hung up on, finally when I got through I was told that I would hear from someone in 24 to 48 business hours I'm hoping that they keep their word but this customer service truly sucks. This will be my first and last time dealing with this company and I strongly urge no one to deal with them or you will be on here complaining as well.
I bought the tv stand at Lowe s and there was a crack in one of the parts. I called customer service and they said that the item is discontinued so they are unable to send me a replacement part.
Do yourself a favor and don t buy Twin-star brands.
Excellent customer service
I feel this was handled to best way possible and all was done to help me find the remote I needed
I had a very simple question for Twin-Star customer service - what are the exact cut-out measurements required for the cabinet so that their 33 inch Classic Flame Electric Fireplace Insert would side in and have the side flange snug against the cabinet? The first person I called couldn't figure out what I was asking, even though I went through it several times. Then, I received a call back that I could barely understand telling me they recommended I buy a trim kit. What!? I still don't know the dimensions of the cut-out required and apparently never will get them. So simple a question, yet impossible to get an answer.
No starts for customer service. I have 3 of their stoves and a fireplace insert. Love them BUT this one will not shut off the heater. It is new. Four calls to customer service. "A technician will call you in 24 to 48 hours". No return calls ever. I need a replacement that works. HELP!
Not a great replacement policy. Have to throw out a refridge thats in pretyy good shape because they dont have circuit board for discontinued model.
My glass desktop shattered, and I spoke with four different reps at Twin-Star with calls back and forth, and messages through their portal. I repeated myself to every rep and they all confirmed tech support would be able to assist. After two weeks, they got back to me and said they couldn't offer any replacement parts for their desks. Very bizarre customer experience.
Received replacement remote for my duraflame fireplace no charge...it works perfectly..Thanks twin Star for your help..
My item arrived damaged. When I called the first person I spoke to was very nice and said I would hear about getting a replacement item within 24-48 hours. I hadn t received a call 3 days later so I called back on the 4th day. Jmia answered the phone and promptly told me it s not their problem to replace the item since it was damaged during delivery. Also that the company does not promise to call people back within 48 hours. Tell me why a company would sign all of their emails with an agent will reach out to you within 48 hours if they don t stand buy it. Don t bother putting a customer service website and number if you don t plan on offering and customer service.
Horrible Customer Service. I would be embarrassed to work here. Website does not work, They close the phone center early, do not get back to you, and even the supervisors do not return calls. All I needed was a replacement remote control for my fireplace and they told me they no longer make this model fireplace and can't help me. I am a retired Customer Service Executive with a large corporation. I wanted to speak with a manager. The call center did not have a phone number. Beware!
I received a damage product so I contacted Twin Star figuring they would send a replacement part. Spoke to a representative who took my information and told me I would hear from someone within 24-48 business hours (NOT DAY HOURS). 7 days later received a call back only to be told they couldn t send me a replacement part. I need to contact the company I purchased it through. Thanks for the waste of time.
Received a TV stand from this manufacturer on 9/24/20. When we opened the box there was no hardware to put the stand together so we filed a claim. Since then we have been giving the run around, no parts available. only a few pars available. Now today I message them and backed up with a call and the parts are available. Why wouldn't they contact the customer? Why did I have to reach out? Will they overnight my hardware? Very poor customer service. I will never purchase a Twin Star product again.
Missing parts could not be replaced by TwinStar. Makes no sense how the manufacturer doesn t have replacement parts available.
I purchased a defective fireplace tv stand. It worked a total of three times. Contacted the company October 31, 2017 explained the problem. They sent a part. Took at least two weeks to get it. The part they sent did not fix the problem. Called them back. They sent a different part. That didn t work. Called them back again and they said they would sent another part and if this part didn t work they would replace the unit. They sent another part. It was the same part they sent me the first time. Now they are refusing to replace the unit without a receipt. I have provided them with my credit card statement but they are telling me that isn t good enough. I will never purchase another item from this company.
parts unavailable for electric fireplace only 5 yrs that's not very good considering what it cost. Would recommend buying another brand
Been over a week have talked to Home Depot several times but have not heard from one of your technicians yet to solve the E3 reading smells like smoke they say to unplug it and don't use it but I have not heard from any of your technicians yet
Excellent customer service! I called and told them what my problem was with my electric fireplace and Dee knew exactly how to diagnose the issue. She sent the part out to me immediately! We received the replacement part with detailed instructions and my husband had it repaired in 15 minutes! Great job Twin Star!
I was not happy at all. I called several times over 6 week, was always told they would call beck in 48 hours. When I finally got someone to talk to me, was told my $500 unit was discontinued and there were not parts available. I will not purchase any more of Tristar International products. I had to give it one start to get it to post.
The customer service has been terrific! There was an issue with a part being back ordered and was taking forever, instead of making me wait for who knows how long, they warrantied my equipment for a full replacement. With everything that is going on in the world right now, it s very important to know that this company is doing the right thing by standing by their products and their customers. I am now a loyal Twin Star customer!
I'm very disappointed with the product support. The adjustable height desk looks nice and worked nicely for a few weeks. Within a month of purchase the up and down button function became erratic. Now 2 months after purchase I am told that the product is a discontinued item and my only recourse is to take it back to Costco (where I purchased it new 2 months ago, 2020-12-09) and request a replacement or my money back.
2/10/2021 UPDATE: A TSI representative called me this morning and explained that the information I received yesterday was incorrect. The desk and parts are not obsolete. The parts are difficult to come by at the moment and are back ordered. He kindly offered that I could return the desk to Costco or wait for the part. With the help of their support we are able to get by for now so I'll be waiting for the part. I am impressed that their support looked at the review and followed up with me very promptly! Increasing my rating at this time.
The fireplace tv stand I ordered arrived on 11/02/20. While assembling it, I had to stop and order a new left door w/ its hardware. During the next 3 months I patiently waited and made 4 inquiries on it. Finally after 5 months I made my last inquiry on it only to find out the unit was discontinued!!! Thanks to a customer assistant, Alex, who went a step further and checked it out with his manager. He found it to be discontinued! If not for Alex I would have to continue waiting for what I was never going to receive!
Thank you Alex for going the extra mile.
New item delivered in December 2020 got a code on fireplace and called service center. They explained what the code could mean. The representative then called back a day or so later and told me the same thing. I removed the dust with a light spray of canned air and viola it was fine. They did not need to come out to replace anything. They are very pleasant and thorough
One of the best customer service experiences I have had- the answered the phone one the first ring, the person knew what they were talking about and sent out the part without transferring me.
I thought the Customer service was excellent, I purchased a fireplace that had a non functioning remote due to some shipping damage, Called the company & provided the necessary information, a new remote was shipped out and received with in 7 days and it had to cross the border into Canada from the US. I was very impressed by the customer service at least on this part.
Worst customer service I have ever had. They did not respond to my issue that I placed in the middle of April 2020. I updated their ticket board numerous times, left voice mails and emails and still no response. Then on January 6th 2021 at 6AM I get a call from one of their support staff. I told him I had already lodged a complaint with the Better Business Bureau and was no longer interested in ever dealing with them again. When I looked on the BBB there were tons of complaints from people that could not get a response from them. I have advised everyone I know on social media never to deal with Twin - Star. They send out defective fireplaces and then you can't get a response from them for just about 10 months??? Worst service ever!
Heater under warranty they give me a run around every time I call half the time can not understand the person on other line only got anything done was through the BBB
Excellent Customer Service!! All parts were in stock and shipped on time.
We bought a 65" TV stand with electric fireplace (Model 23MM7520) that was missing 2 small pieces of wood. Lowes said you would send the missing parts, if contacted. I am very disappointed that this is NOT true when you replied to my request for the parts and stated that this was a new model and NO parts are available. I am NOT happy with this purchase and response for missing parts.
Your Email stated to take the unit back to Seller, but I have put it together, except for the associated missing parts E and F. I would not purchase from your company again, nor recommend your Customer Service. Thanks for nothing! Jean
Customer service was very pleasant to speak with. They immediately shipped a circuit board replacement for the raised desk I ordered. I asked if they would check to make sure it was working. They stated that before any parts are shipped, they do a test. They reassured me the part they were shipping has received its fullest inspection. Upon receiving the item, it failed my inspection. I called back and told them that I am experiencing the same issues as with the new one they sent me. They stayed on the phone with me while they tested another one and realized there was a default with the circuit board. Instead of keeping me on the phone, they said they would return my call after full inspection by three tech because this was an anomaly and first time they have experienced this issue that I ve discovered. Least to say, they have been very patient and really value their product to investigate further. I ve yet to receive a call from them since my call yesterday (09.26.2018). I ll be giving them a call shortly if I do not hear from them by 3PM (09.27.2018). My experience so far has been fairly informative and friendly customer service. I would give a 5 star though what prevents me is that there was reassurance that the new replacement would work, yet I found a faulty in the replacement that s unknown and undiscovered until now.
Cannot believe what a phony company this place is. Their Customer Service is the worst I had ever experience in my life. I have the Duraflame Electric fireplace that has been used very little. It quit working all of a sudden and after checking everything possible, I believe I needed a new circuit board. Had called CS 3 times and ticket has been updated each time with the same response, a tech will call today. Never got a call and their web site does not offer a way to order any parts. I plan on returning this unit to Lowes and tell them that they should be aware of the company that services the Duraflame product SUCKS.
Was told the company no longer manufactures the product and my ticket was closed without further support. Highly disappointed.
We hope you enjoy YEARS of satisfaction and quality from whichever Twin-Star item you own. Of course when the one year warranty expires the unit starts having electrical malfunctions and over heating. Now twin star wants nothing to do with it even though there is something obviously something defective within the unit. January 8th will be 3 years since I purchased the fireplace and it s only used in the winter months. I didn t know when they meant YEARS they meant just the two after the warranty because after that it won t work. When I asked the representative at twin star what are my options I was told to unplug it, throw it away, and buy another one since it s out of warranty... I m glad money grows on trees. Especially now a days.
Twin star customer service is absolutely horrible. In nearly 2 months of my having to call multiple times; I received no updates and only run around, finally to have a response they cannot help me.
I cannot state enough, if you buy a twin-star product; pray you do not need customer service. They are USELESS
Purchased a Twin-Star product and realized after assembling that the remote was not functioning. Called Twin- Star and they suggested a new remote, however that was on backorder (clearly a larger problem with the product). They explained I would receive the remote when it became available. One day later I received an email that my ticket was cancelled and I d have to go through the process again when the remote is in stock. How am I to know when the remote is in stock? The entire transaction was a waste of time. I will now return the entire unit and not purchase another Twin-Star product (all over a silly remote). Ticket #618720
I ordered a Tv stand fireplace and it was shipped with no assembly hardware. I have been waiting since April 3,3020 for parts to come in. I waited 3 days for a call back that has yet to happen. I was told my ticket would not be closed, needless to say it was closed awful awful company to deal with still waiting and they cannot tell me when I could expect parts to come in!
I tried to buy a part for a three year old space heater but was told it's not available . Seems bogus not to be able to buy a heat sensor for a three year old space heater
I have a fireplace log heater. My 95 -year-old father was ill and I have been in Arizona for about a month. I went to use the twin star product , it would not turn on. Naturally the warranty expired that month, so I called the company to see if there was anything I could do. We went through plugging it in unplugging it and plugging it in changing the plug All to no Avail. At this point they said they would have a technician call me. I never received the call back, yet they documented that someone did call back. So we proceeded with the phone call tried similar things as before and that person told me there was no replacement parts and I would have to buy a new one. The example he gave was this is a really good product and only one in 1000 is bad. I responded well I am the one therefore it s not a good product For me. He went on explaining what a good product this is and that I m out of luck because my warranty is up there is nothing he could do and this went on for several minutes. I understand my warrantee was out but his cavalier Ness about the problem was unsettling. I do not believe he was a technician just a person who wanted to for a lack ofOf a better term argue with me about this product. I do have two of them and the other one works fine I just was very disillusioned by this phone call and the attitude I was given two over the phone. Hope somebody gets a chance to read this and maybe understand my frustration.
The service from Twin Star International is THE WORST I have ever seen.
The BIGGEST waste of time !!!!!!!!!!!! Don't email them because they won't tell you anything and will just tell you to go on line and find the part yourself.
Originally they sent me a part for my unit, when that didn't fix it they sent me a upgraded new unit! I'm beyond happy!
I couldn't be happier with the service. The service reps were professional, responsive, and well, just just plain easy to deal with! They even called me to discuss my repair! Kudos to the individualized service in this age of computer interactions. :)
Terrible people to deal with... they don't stand behind their products... BUYER BEWARE
If I could give 0 Stars, I would. This company wants nothing to do with the consumer and offers no assistance to keep a customer. Extremely poor customer service and no solution to fix their garbage product. "I guess you'll have to buy a new one" is not the answer Twin-Star International. I will NOT recommend your products to anyone. Thanks for nothing!
Do not use. Heater wont work and I cannot speak with anyone. I can only leave messages with scripted 3rd world operators.
I really wish I didn't have this POS.
Customer Service Representative was professional, but was not able to give me a resolution to fix my issue. Heater blows, but not hot air. Company did not have the service part to correct the issue. The resolution I was given was to purchase a new heater.
Wireless charger was installed incorrectly. Called the customer service to replace, they are short of parts although willing to help.
It will take more efforts to return due to the weight and uninstallation. Really like this adjustable desk even with this small issue.
Levin furniture along with Twin Star International has the most useless warranty and horrible customer service. I shoul have checked the BBB before I dealt with them at all. I will be adding a claim as well
Received conflicting support information - they had the part, then they didn't. Multiple email ( dozens) requesting additional information - ie pictures of damage / purchase invoice. I've spent hours on this stupid TV stand trying to get a straight answer. Now they don't have replacement parts for this widely sold TV stand and suggest that I ask for a refund from the seller - after I assembled this 100 lb / 5 ft. thing I'm supposed to drag it up the stairs hump it into the car ( it won't fit btw) and drive it 20 miles back to the store ( where I didn't pick it up from as it was internet order) all because I have some glue drops in the finish on one of the doors. BUYER BEWARE !!!!!
Thanks for getting back with to me. Sorry it didn't help. I do longer have a functional heater ...
They notified me that there was a shipping delay before I even realized there was a problem! Now that is great customer service!
Please advise where to order replacement remote controls for the TWINSTAR electric heater at per attached data information label , thanks very much. The website ordering option which you kindly refer to is only available to US buyers, but as you can see by the data label this product is also sold in the UK where i need delivery, please advise. thanks very much
Horrible customer service. I was told it was "Impossible to speak with an actual customer service representative". Baffling how a company who sells such expensive items could have such awful customer service.
I ordered a Tv stand fireplace and it was shipped with no assembly hardware. I have been waiting since April 3,3020 for parts to come in. I waited 3 days for a call back that has yet to happen. I was told my ticket would not be closed, needless to say it was closed awful awful company to deal with still waiting and they cannot tell me when I could expect parts to come in!
Asked for help. Got a ticket Number followed up by a few emails saying they would keep me posted. Next day received email saying ticket was closed????????
Twin-Star Customer Service is a joke. It took 3 weeks to reply to my service request. I resolved the issue on my own and will never recommend one of their products again.
Faulty unit and no one calls back.
All calls are routed overseas and most of the people can't understand your needs.
I'm about to return this expensive piece of junk to the store.
Horrible customer service department. No backing of the warranty. Unable to get a resolution of this matter. So disappointing.
Requested part info on electric fireplace. After a couple of days. Got an email with case number. At practically the same time, I received an email stating the case was closed.
I called for help to locate a remote control. Both of the people I spoke with were very nice and helpful. I have a remote on the way!! Thank you for your help.
Very satisfied with the quick response from Twin-Star and the fact that they got the remote that I needed into their inventory. I was able to find my remote in my house, so no longer needed a new one. Thanks fir your help.
Fast, friendly can't say nothing bad about service of Twin-Star.
Thank You
In my comments, I describe the issue with my fireplace and what has been tried. Seems they ignored that, gave me a scripted response and closed my support ticket stating that replacement parts are not available and I should purchase another fireplace unit.
Worst customer service!! Broken door and no replacement part avaiable - advised me to take a fully assembled 140 pound fireplace/TV stand "back to the retailer." DON'T BUY FROM THIS MANUFACTURER!!!
Horrible service. Unbelievable customer service SUCKS
We purchased a TV stand that has a fireplace. Have had it for 16 months and the Heating element went out. They said it was out of warranty and that we would have to purchase the item again. spent $1300 & they offered NOTHING. I told the rep that We were basically screwed and she said unfortunately it looks that way.
